Satisfaction in performing arts: the role of value?

Purpose – The aim of this paper is to report on the structure and relationships between value and satisfaction in a cultural performing arts setting to identify the structure of satisfaction in the performing arts context. Design/methodology/approach – This paper examines customer attitudes to value, show experience quality and peripheral service quality in a high arts setting by using a questionnaire. The pool of questions used the most recent scale measures for constructs in the area of services, in particular experiential services. The data are tested using AMOS 5.0 structural equation modelling. Findings – This paper reports that value mediates the relationship of show experience quality and peripheral service quality to satisfaction and the direct link of these pathways to satisfaction was not significant. This research supports the notion that customers determine service satisfaction based on attribute performance of the show and peripheral service aspects, and derive value from this. Practical implications – This research informs cultural organisation managers of the importance of delivering high levels of service quality and show experience in order to offer a value for money experience. This paper identifies the importance of understanding the heterogeneous and complex nature of customer-derived value. Originality/value – This paper examines a service sector that receives little attention. Cultural organisations operate as non-profit organisations and are accountable for scarce fund allocation. Government support has decreased and corporate sponsorship is scarce and competitive. This paper offers assistance to organisations in the quest to balance the economic issues and constraints by creating value and satisfaction and balancing service quality and show delivery

Effects of user experience on user resistance to change to the voice user interface of an in‑vehicle infotainment system: Implications for platform and standards competition

This study examines the effects of user experience on user resistance to change—particularly, on the relationship between user resistance to change and its antecedents (i.e. switching costs and perceived value) in the context of the voice user interface of an in-vehicle infotainment (IVI) system. This research offers several salient findings. First, it shows that user experience positively moderates the relationship between uncertainty costs (one type of switching cost) and user resistance. It also negatively moderates the association between perceived value and user resistance. Second, the research test results demonstrate that users with a high degree of prior experience with the voice user interface of other smart devices exhibit low user resistance to change to the voice user interface in an IVI system. Third, we show that three types of switching costs (transition costs, in particular) may directly influence users to resist a change to the voice user interface. Fourth, our test results empirically demonstrate that both switching costs and perceived value affect user resistance to change in the context of an IVI system, which differs from the traditional IS research setting (i.e. enterprise systems). These findings may guide not only platform leaders in designing user interfaces, user experiences, and marketing strategies, but also firms that want to defend themselves from platform envelopment while devising defensive strategies in platform and standards competition

The value added statement: bastion of social reporting or dinosaur of financial reporting?

South Africa is at present experiencing the highest incidence of publication of the value added statement reported anywhere in the world to date. In addition research investigating the predictive ability of value added information has been conducted in the USA since 1990, even though the value added statement has not been published there. The research reported in this paper sets out to establish whether the value added statement is a disclosure worth considering by companies around the world, by investigating the South African experience with the value added statement. The social accounting theories of organisational legitimacy and political costs were found to be best suited to explain why the value added statement is published. Surveys among the companies publishing the value added statement indicated that management had the employees in mind when they published this information. However, a survey among users has indicated that very little use has been made of the value added statement. The main reason for this seems to be that the unregulated nature of the value added statement allows for inconsistencies in disclosures, which eventually caused users to suspect bias in the reports. The USA evidence that the information has additional predictive power is not confirmed by a South African study, and is complicated by the limited additional information contained in the value added statement. The South African experience with the value added statement does not make a convincing case for publication. Rather, it highlights the need for unbiased and verified social disclosures that will be useful to all the stakeholders of the company. In addition, it has implications for other voluntary social and environmental disclosures

Exploring the UK high street retail experience: is the service encounter still valued?

Purpose: The relationship between service quality, the service encounter and the retail experience is explored within a changing UK retail environment. Design: Data was gathered from forty customers and twenty staff of an established UK health and beauty retailer with a long standing reputation for personal customer service. A qualitative analysis was applied using both a service quality and a customer value template. Findings: Customers focused more on the utilitarian features of the service experience and less on ‘extraordinary’ aspects, but service staff still perceived that the customer encounter remained a key requisite for successful service delivery. Research implications: Recent environmental developments - involving customers, markets and retail platform structures - are challenging traditional service expectations. Practical Implications: Retailers may need to reassess the role of the service encounter as part of their on-going value proposition. Originality/value: There has been limited research to date on the perception of shoppers to the service encounter in a changing retail environment and to the evolving notions of effort and convenience

Employability and entrepreneurship embedded in professional placements in the business curriculum

Purpose This paper explains the practice of professional placements in a large UK Business School, grounded in literature and research concerning the relationship between professional experience and employability. It explores possible further developments of this practice into student entrepreneurship. Design The paper outlines the relevant literature and then describes the operation of the scheme in practice. It identifies relevant problems and discusses opportunities for both development and research. Findings Professional experience is of immense value to both students and the organisations that host them. Despite reluctance on the part of some of these two key stakeholders, it has the potential for further expansion in terms of number of students on placement, their location, their experience and integrating placements with entrepreneurship education. Practical implications Organisations may see the benefit of employing students on one year or shorter contracts, Universities not currently offering professional placements within the curriculum to their students may wish to adopt best practice, and those that are already involved may wish to consider the optional/compulsory element of the placement experience in order to address the reticence of many students to secure this experience. The paper suggests solutions to the well established question ‘Can entrepreneurship be taught?’ by investigating the idea of Enterprise Placements. Originality/value This work helps to explain, in a practical way, the opportunities and problems associated with the implementation of a placement scheme in the context of relevant literature

Theorising the value of collage in exploring educational leadership

This article contributes to theorising the value of collage as a methodological approach. It begins with a discussion of the methodological difficulties of exploring hidden meanings and individual experience through the research process. The illuminative potential of arts-based methodologies in qualitative research is then investigated. The article makes the case for the specific advantages of using collage to explore the experience of leadership, through a discussion of two collage-based studies. It proposes a variant of the ‘think aloud’ process, used in conjunction with collage, as a route to producing deep understandings of the multiple ways in which leadership is experienced and understood as a social process. The argument is made that collage enables the accessing and sharing of profound levels of experience not accessible through words alone, and considers the impact of the physicality of collage on its potential to release these profound insights. A five-stage process for the analysis of collage is then set out. The article concludes by offering a theory of the value of collage as a methodological approach to exploring experiences of leadership, through use of the concepts of physicality, wholeness and participant agency.Peer reviewe

Equity drivers and the customer experience

Customer experience has become a top priority for business managers and marketing scholars. However, research on this topic remains relatively scarce, particularly with regard to the drivers of the customer experience. To bridge this important gap, we propose a unified framework to understand the customer experience that integrates the customer’s perceptions of value, brand and the relationship, i.e. the three equity drivers, and test it empirically in a service setting. This study intends to demonstrate that the three equity drivers are central to explaining the way individuals perceive their experiences with the firm and its products and services

The collective consciousness of Information Technology research: The significance and value of research projects. A. The views of IT researchers

This research seeks to reveal the different perceptual worlds in a research community, with the longterm intent of fostering increased understanding and hence collaboration. In the relatively new field of information technology (IT) research, available evidence suggests that a shared understanding of the research object or territory does not yet exist. This has led to the development of different perceptions amongst IT researchers of what constitutes significant and valuable research. A phenomenological approach is used to elicit data from a diverse range of IT researchers in semistructured interviews. This data is presented to show (1) the variation in meaning associated with the idea of significance and value and (2) the awareness structures through which participants experience significance and value. An Outcome Space represents the interrelation between those different ways of seeing, revealing a widening awareness. Five categories of ways of seeing the significance and value of research projects were found: The Personal Goals Conception, The Research Currency Conception, The Design of the Research Project Conception, The Outcomes for the Technology End User Conception and The Solving Real-World Problems Conception. These are situated within three wider perceptual boundaries: The Individual, The Research Community and Humankind. The categories are described in detail, demonstrated with participants’ quotes and illustrated with diagrams. A tentative comparison is made between this project and a similar investigation of IT professionals’ ways of seeing the significance and value of IT research projects. Finally, some recommendations for further research are made

Big data in higher education: an action research on managing student engagement with business intelligence

This research aims to explore the value of Big Data in student engagement management. It presents an action research on applying BI in a UK higher education institution that has developed and implemented a student engagement tracking system (SES) for better student engagement management. The SES collects data from various sources, including RFID tracking devices across many locations in the campus and student online activities. This public funded research project has enhanced the current SES with BI solutions and raised awareness on the value of the Big Data in improving student experience. The action research concerns with the organizational wide development and deployment of Intelligent Student Engagement System involving a diverse range of stakeholders. The activities undertaken to date have revealed interesting findings and implications for advancing our understanding and research in leveraging the benefit of the Big Data in Higher Education from a socio-technical perspective